SAQA

All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Care for customers in a community environment

SAQA US ID	UNIT STANDARD TITLE
14050	Care for customers in a community environment
ORIGINATOR
SGB Water Sector
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 12 - Physical Planning and Construction			Civil Engineering Construction
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 3	NQF Level 03	5
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

The qualifying learner achieving this unit standard in combination with context expertise standard(s) will be able to meet customer needs and expectations in a positive manner, resolve customer complaints within a community environment and keep accurate records. This competence will also enable the learner to identify ways to improve customer service within the community. This will contribute towards the provision of quality customer service in a responsible manner. This competence will advance the learner`s own expertise and employability in both the water sector and other related jobs.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Literacy NQF level 1, Knowledge of local communities.

UNIT STANDARD RANGE

Type of customer: Adult, child, male, female, traditional leader, role player in community, political leader or church leader.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Identify customer needs and expectations in a community environment.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Customer needs are identified.

ASSESSMENT CRITERION 2

2. Appropriate action is taken to meet customer needs.

ASSESSMENT CRITERION 3

3. Customer needs outside own scope of responsibility are identified and appropriate action is explained.

ASSESSMENT CRITERION 4

4. Customer needs outside own scope of responsibility are referred to relevant person.

SPECIFIC OUTCOME 2

Communicate appropriately with customers from the community.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Communication with customers is polite and friendly.

ASSESSMENT CRITERION 2

2. Communication is appropriate for the type of customer.

ASSESSMENT CRITERION 3

3. Considerations when communicating with different types of customers from the community are explained.

SPECIFIC OUTCOME 3

Recognise customer dissatisfaction and take appropriate action.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Complaints are handled promptly, positively, sensitively and politely.

ASSESSMENT CRITERION 2

2. Appropriate language is used when handling complaints.

ASSESSMENT CRITERION 3

3. Customer complaints are resolved within own scope of responsibility.

ASSESSMENT CRITERION 4

4. Complaints outside own scope of responsibility are referred to relevant person.

ASSESSMENT CRITERION 5

5. Customer complaints outside own scope of responsibility are followed up and the importance of doing this is explained.

SPECIFIC OUTCOME 4

Keep accurate records.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Accurate records of customer complaints are maintained.

ASSESSMENT CRITERION 2

2. Records are filed in a safe and secure manner.

ASSESSMENT CRITERION 3

3. Feedback is given to relevant person/s.

SPECIFIC OUTCOME 5

Explain ways to improve customer service to community members.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Ways to provide a better customer service to community members are explained.

ASSESSMENT CRITERION 2

2. Steps to reduce the number of customer complaints from the community are described.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.
2. Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.
3. Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA policies and guidelines for assessment and moderation.
4. Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Learners should have a knowledge and understanding of:

1. Definition of a customer.
2. Flowchart of the organisation and relevant role players.
3. Complaint handling procedures.
4. The importance of recording complaints accurately.
5. The importance of following up on complaints and giving feedback to the customer.
6. Prioritisation of complaints.
7. Customer care officer`s responsibilities.
8. Customer care officer`s availability.
9. Product knowledge.
10. Customer needs and expectations within the community.
11. Impact of poor customer service on relationships with the community.
12. The concept of the customer as a source of revenue and the source of salaries.
13. The concept that customer complaints and feedback are good for the organisation.
14. Alternative ways of keeping records.
15. Procedure for handling complaints outside own scope of responsibility.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made. This relates to:

Customer needs are identified.
Customer needs outside own scope of responsibility are identified and appropriate action is explained.
Appropriate language is used when handling complaints.
Customer complaints are resolved within own scope of responsibility.

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team, group, organisation, and community. This relates to all assessment criteria.

UNIT STANDARD CCFO ORGANISING

Plan, organise and manage oneself and one`s activities responsibly and effectively. This relates to:

Accurate records of customer complaints are maintained.
Records are filed in a safe and secure manner.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate information. This relates to:

Customer needs are identified.
Customer needs outside own scope of responsibility are identified and appropriate action is explained.
Appropriate language is used when handling complaints.
Customer complaints are resolved within own scope of responsibility.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively using visual, mathematical and/or language skills in the form of oral and/or written presentation. This relates to all assessment criteria.

UNIT STANDARD CCFO SCIENCE

Use science and technology effectively and critically, showing responsibility towards the environment and health of others. This relates to:

Accurate records of customer complaints are maintained.
Records are filed in a safe and secure manner.

UNIT STANDARD CCFO DEMONSTRATING

Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation. This relates to all assessment criteria.

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

UNIT STANDARD NOTES

When conducting assessments, assessors must ensure that they are familiar with the full text of the unit standards being assessed. Assessors must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge by developing assessment activities and tools, which are appropriate to the contexts in which the learners are working. These activities and tools may include self-assessment, peer assessment, formative and summative assessment. It may be more effective and efficient to assess a number of unit standards together in an integrated way, thus reducing the overall number of assessments and ensuring that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment.

ASSESSMENT OPTION
Learners could be assessed using the following methods:
Oral or written questions
Observation
Simulation
Product sample records

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	61689	National Certificate: Community Water, Health and Sanitation Promotion	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	EWSETA
Core	23473	National Certificate: Community Water, Health and Sanitation Promotion	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2008-06-11	Was EWSETA until Last Date for Achievement
Core	49752	National Certificate: Environmental Practice	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	LG SETA
Core	23708	National Certificate: Community Water, Sanitation and Health Facilitation	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2008-06-11	Was EWSETA until Last Date for Achievement
Elective	64589	National Certificate: Community Water, Health and Sanitation Monitoring	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	EWSETA

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

1.	A4 Consultancy CC
2.	AVAX SA 481 CC. T/A Mandisa Development Services
3.	Bephaswana Skills Development (Pty) Ltd
4.	Buena Vista Learning Academy
5.	ERGO MAPHELONG INSTITUTE (PTY) LTD
6.	ESKOM GENERATION - PALMIET PUMP STORAGE GRABOUW
7.	Faranang Marketing
8.	Furniture World Training Centre
9.	Growth Management Consulting
10.	Inkqubeko Investment (Pty) Ltd
11.	IQ Skills Academy (PTY) LTD.
12.	Jobafrik Consulting
13.	Josmap Training Institute
14.	Kay Beez Development Projects
15.	KOKANO PROJECTS PTY LTD
16.	Lewerb Holdings (PTY) Ltd
17.	Makhuba Development Projects CC
18.	Makoti Skills Development Solutions
19.	Mamuhle Academy
20.	Mortarboard Training Solutions
21.	MOTHEO SKILLS ENTITY ( PTY) LLTD
22.	Nemalale Eagles Consultancy CC
23.	Networx for Career Development
24.	Nkinane Trading Enterprise
25.	NTANDOKAZI HOLDINGS (PTY) LTD
26.	Petra Institute of Development
27.	PFIM Trading (Pty) Ltd
28.	PMA Holdings (PTY ) LTD.
29.	POWER SYSTEMS TRAINING, CAPE TOWN
30.	Progressive School of Business and Engineering (Pty)
31.	Reflections Development Institute
32.	Shudu Trading
33.	Simmek Holdings
34.	Siza Nesu Training and Consultants
35.	South African Corporate Training Association
36.	South West Gauteng College - Central Office
37.	Starplex 489 cc
38.	Tachfin Holdings
39.	Tembe Service Providers
40.	Thando Consulting Services
41.	Timothy Fasheun Group Enviromentors (Pty) Ltd
42.	TLD Consulting
43.	Tloumogale Business Development & Consulting
44.	Umbuso Training Services
45.	UNIVERSITY OF BUSINESS EXCELLENCE(PTY)LTD
46.	University of Venda
47.	Wildlife and Enviroment Society of South Africa